Guest Relations Officer (Russian Speaker)

Job description / Role

- To be an ambassador of the hotel, in and outside the work place.
- To oversee the Guest Relations operations and ensuring that the hotel standards and procedures are fully known and followed.
- To provide a personalized service to all the guests, fully aware and following the hotel standards and procedures.
- To ensure appropriate stock level for the smooth run of the Guest Relations operations and to prepare requisitions accordingly.
- To ensure a proper coverage and supervision of the Guest Relations sections at all times.
- To ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service.
- To ensure that the privacy of the guests and the confidentiality of the information is respected.
- To act as a representative of the Management when dealing with guest complaints or if a member of the Lobby Hostess team is facing difficulties that she/ he cannot solve on her/ his own.
- To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.
- To personally welcome guests and escort them to their rooms, outlets or other public areas as requested.
- To ensure uncompromising levels of cleanliness and maintenance through own responsibility.
- To use appropriate materials, equipments and supplies for the smooth run of the guest relation operations and to ask for requisitions accordingly.
- To use the proper telephone etiquette as per Sofitel standards.
- To be most of the time in the guest area and to socialize with guests, playing a Public Relations role, in order to build strong and long-term relationships.

Requirements

- To ensure that the privacy of the guests and the confidentiality of the information is respected.
- To be fully aware of and to report all guest comments or complaints.
- To be aware of all VIPs visiting or staying in the hotel.
- To properly use all the equipment and PMS.
- To daily follow the checklists and billing procedures.
- To respect schedules, terms and deadlines as agreed with the Management.
- To daily read the logbook and to sign it and update the activity reports.
- To update the team with all the happenings in the hotel and with the latest administrative, organizational, operational or other changes and news.
- To conduct daily line up briefing with the lobby hostess team to recapitulate tasks and activity.
- To promote the Accor loyalty programs.
- To maintain an atmosphere of high morale and a happy working relationship among the team.
- To be entirely flexible and adapt to rotate within the different sub sections of the Front Office Department.
- To carry out any other reasonable duties as assigned by the Guest Relation Manager.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.